Genesys Cloud CX vs Salesforce comparison

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Genesys Cloud CX

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Executive SummaryUpdated on Feb 4, 2025

Genesys Cloud CX and Salesforce compete in the cloud software solutions market, with Genesys leading in contact center functionalities while Salesforce is strong in CRM capabilities.

Features: Genesys Cloud CX provides high availability, scalability, and an intuitive omnichannel experience. It facilitates seamless WhatsApp integration, chatbots, and easy IVR deployment with drag-and-drop. Salesforce delivers robust CRM features, offering extensive customization, automation, and effective lead tracking and reporting.

Room for Improvement: Genesys Cloud CX needs improvements in process automation, customizability, and reporting functions, along with streamlined configuration processes. Salesforce could enhance integration with social media and AI tools, improve its interface, and make customization more intuitive.

Ease of Deployment and Customer Service: Genesys Cloud CX focuses on public cloud deployment, praised for agile and scalable deployment options, with generally responsive customer service. Salesforce offers private, public, and hybrid cloud deployments. It provides reliable customer service, though users face occasional integration support challenges.

Pricing and ROI: Genesys Cloud CX offers a pay-as-you-go model, regarded as affordable compared to its on-premises version, providing ROI through comprehensive contact center features. Salesforce is known for higher enterprise-level pricing, delivering significant ROI via CRM efficiency and enterprise functionality.

To learn more, read our detailed Genesys Cloud CX vs. Salesforce Report (Updated: January 2025).

Genesys Cloud CX vs. Salesforce

January 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

6.6

Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.

Sentiment score

7.9

Salesforce optimizes internal processes, boosting sales conversion and ROI through effective lead tracking, instant recommendations, and improved engagement.

No quotes available

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No quotes available

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Customer Service

Sentiment score

7.5

Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.

Sentiment score

7.3

Salesforce support is praised for quick issue resolution, beneficial seminars, and superior service compared to alternatives like Microsoft.

Genesys support is very good.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

No quotes available

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Scalability Issues

Sentiment score

7.8

Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.

Sentiment score

8.1

Salesforce is highly scalable, efficiently managing increased usage for medium to large companies, with seamless integration and minimal performance issues.

The scalability of Genesys is excellent.

BA at Rise Asia Technology Limited

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

For more quotes and insights, download the Genesys Cloud CX report

Manager, Customer Experience Country (France) at Stellantis

No quotes available

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Stability Issues

Sentiment score

7.9

Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.

Sentiment score

8.4

Salesforce is praised for stability, consistently rated highly, with minimal downtime and seamless integration, despite occasional minor issues.

Genesys is brilliant concerning stability.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

No quotes available

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Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.

Salesforce requires enhancements in integration, AI, user interface, performance, report generation, and pricing to improve competitiveness.

There is room for improvement in the solution's pricing structure.

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

No quotes available

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Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.

Salesforce's pricing is seen as costly, especially for enterprises, with high fees influenced by user count and usage.

Overall it's affordable, as indicated by a pricing rating of four out of ten.

Manager, Customer Experience Country (France) at Stellantis

Genesys' licensing model is flexible, though not the cheapest.

For more quotes and insights, download the Genesys Cloud CX report

BA at Rise Asia Technology Limited

No quotes available

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Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.

Salesforce enhances business efficiency with customizable CRM, real-time data, and integration, offering scalability and industry-specific adaptability.

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

BA at Rise Asia Technology Limited

The integration of CTI within the IT system is a particularly valuable feature.

For more quotes and insights, download the Genesys Cloud CX report

Manager, Customer Experience Country (France) at Stellantis

No quotes available

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Categories and Ranking

Genesys Cloud CX

Ranking in Customer Experience Management

5th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)

Salesforce

Ranking in Customer Experience Management

3rd

Average Rating

8.0

Reviews Sentiment

7.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 7.1%, up from 2.4% compared to the previous year. The mindshare of Salesforce is 6.0%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Chandan-Kumar

Director for the End-User Performance at a financial services firm with 10,001+ employees

The order form they use is quite easy to use but has room for business sector maturity

For a common business, I would recommend Salesforce if they face any challenges, especially because the cloud version is quite handy. However, for manufacturing-type companies, I would not recommend Salesforce as it is too simple and might not cover all their requirements. I'd rate the solution seven out of ten.

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing Company

Financial Services Firm

18%

Educational Organization

12%

Computer Software Company

12%

Comms Service Provider

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

What do you like most about Salesforce?

The solution's analytics reporting features are quite good.

What is your experience regarding pricing and costs for Salesforce?

Pricing is something I'm not directly involved with, as I'm just looking at the data competencies and how exactly things are running.

What needs improvement with Salesforce?

More understanding from the business standpoint will help Salesforce. It needs more maturity towards different business sectors such as retail, manufacturing, and semiconductors. It's very good for...

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Product Reports

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Genesys Cloud CX

February 2025

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January 2025

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

No data available

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

Salesforce excels at CRM, offering analytics integration for ROI reporting and user-friendly customization. Automated ticket generation and intuitive features make it ideal for opportunity tracking, customer interaction management, and sales journey enhancement.

Salesforce is renowned for its comprehensive CRM functionalities, aiding businesses with dashboards, email campaigns, and seamless third-party integrations. It enhances sales processes by offering tools for opportunity management, customer interaction tracking, and efficient order booking. Flexibility and scalability make it suitable for promotional campaigns and improved business operations.

What are Salesforce's most important features?

Analytics Integration: Connects with analytics for ROI reporting.
User Customization: Offers user-friendly customization options.
Automated Ticketing: Provides automated ticket generation.
Intuitive Interface: Ensures ease of use for customers.
Opportunity Management: Helps in tracking and managing opportunities.

What benefits or ROI should users look for in reviews?

Enhanced Data Flow: Seamless third-party integrations improve data flow.
Sales Process Efficiency: Automates and enhances sales journey management.
Customization Flexibility: Adapts to changing business operations.
Campaign Management: Supports marketing functions with campaign analysis.
Order Management: Simplifies order booking and tracking.

Salesforce is implemented in industries for CRM, marketing activities, and customer information management. It supports sales pipeline tracking, business development, customer experience management, lead management, and sales process automation. Marketing is facilitated through campaign analysis and email campaigns, alongside customer interaction insights. Businesses use it for order management, prospecting, project management, and sales forecasting.

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Information Not Available